There are few people left today who have not heard the phrase "artificial intelligence". While this technology still seems futuristic to some, many companies are already turning to artificial intelligence (AI) to improve the customer experience.
Undoubtedly, one of the sectors where AI can be successfully applied is customer service, which has been undergoing significant modernisation lately. Contact centers contain massive amounts of information, and AI can manage it efficiently and change the way companies interact with their customers.
10 examples of possible improvements for a business:
1. Automation of repetitive tasks
One of the main improvements is to make work easier for agents by freeing them from repetitive and time-consuming tasks. As artificial intelligence allows machines to be programmed to perform operations more efficiently, people can be tasked with providing personalised service or solving unusual cases.
2. Agent efficiency
According to Zeus Kerravala, the director of information systems at ZK Research, the most practical use of AI in the contact center is to improve agent efficiency with the goal of making them more professional in every conversation. For example, if a customer calls and has a complaint, AI could suggest three or four possible answers to the agent. If none of them make sense, the agent will ignore the responses and suggest something more appropriate.
3. Call management
Telephone bots or callbots are typically used to manage calls. These robots are programmed to answer customer calls thanks to their ability to recognize natural language. The tool receives the call, identifies the user's need, recognizes the search parameters to provide the best service and searches for the relevant information to give the right answer. The callbot then transcribes and archives the call so that in the future it can "learn" and reuse this data in similar situations and find areas to improve.
Telephone bots can also be used to make outbound calls, for example for sales campaigns, customer satisfaction surveys or in the event of incidents.
In addition, many systems, such as the Alisys Cloud Contact Center, have a call rescheduling function to avoid missed calls.
4. Emotional contact with the customer
Thanks to the Natural Language Processing (NLP) technique, robots can detect not only the meaning of words but also people's emotions, which allows them to create a sentimental bond with the customer. Thanks to this, one of the use cases they could have would be to welcome new users or express gratitude to recurring customers.
5. Automated inquiry management
A large part of a contact center's work involves receiving customer inquiries. Depending on the sector, the volume of requests can reach an extremely high level, and, in these cases, the help of artificial intelligence is indispensable. The system recognizes keywords and classifies requests into two groups: "simple" and "complex". The robot is usually in charge of solving the most common procedures, as it learns the pattern and generates different rules. For less common cases, human intervention is required.
6. Automatic responses for FAQs
This improvement is related to the previous point since the system is able to save and analyze the requests and highlight the most frequently asked questions, which allows for the generation of automatic answers and the improvement of customer experience. This technology is mostly applied in chatbots.
7. Decrease in waiting time
As the pace of life gets faster and faster, customers don't want to wait a long time to be attended to. They need a fast and efficient response. Analyzing requests and segmenting them, scheduling automated responses, obtaining data and finally learning from previous requests helps to minimize waiting time.
However, this is not always possible. For more complicated situations, when more personalized attention is required, AI also has a solution - waiting bots. Their goal is to make the user's wait more pleasant while an agent is assigned to them. The system can provide information about the company, inform about the approximate waiting time or collect the necessary data for the procedure.
8. Critical business analysis
Since one of the most important advantages of artificial intelligence is its ability to analyze large amounts of information, this valuable data can be used to detect the main drivers of calls and problems that consumers have and prevent their future complaints by improving the company's weak points.
9. Guarantee of privacy
It is advisable to use robots for operations that contain sensitive customer data, for example, with bank cards or medical reports, as this ensures that no one else can obtain them and the customer is sure of the confidentiality of his personal information.
10. Wider availability
Another reason to implement AI in the contact center would be the extension of working hours, especially in night shifts, when there are usually not many agents available, allowing to offer customers 24/7 attention without interruptions.
Adding all the above points together, it can be concluded that artificial intelligence is a key solution for any contact center as it offers a great opportunity to take the customer experience to a new level, facilitate the work of the staff and digitize business.
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